Implementation Lead

White Bay; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

White Bay is seeking an experienced delivery leader to manage a growing team of consultants across software implementations and professional services. The role focuses on improving delivery maturity, governance, utilisation and commercial performance without hands-on configuration.

You will lead approximately 15 specialists, coaching them through delivery challenges, orchestrating performance conversations and ensuring scalable delivery rhythms across complex projects.

Qualifications

• Experience leading consultants, implementation or professional services teams.
• Proven ability to lead 10–20 people.
• Strong commercial delivery awareness including utilisation and forecasting.
• Coaching, performance management and capability uplift experience.
• Ability to influence senior leadership and cross-functional partners.

Responsibilities

• Lead a team of approximately 15 delivery specialists across customer-facing software implementations.
• Run regular one-to-ones, team check-ins and career development planning.
• Coach consultants through delivery challenges and customer issues.
• Create visibility on team health, workload, capacity and delivery risks.
• Improve delivery governance, reporting rhythms and repeatable ways of working.
• Build playbooks, onboarding material and delivery standards.
• Collaborate with Delivery, Product, Engineering and senior leaders to remove blockers and improve outcomes.
• Identify opportunities to improve efficiency, time to value and consultant effectiveness.

Job description

Join a growing Australian software vendor as it invests in the next stage of maturity across its professional services and implementation function.

The business has built a strong customer delivery capability, but the function has now reached a scale where it needs an experienced delivery leader who can improve how the team operates commercially, operationally and professionally.

This is not a hands-on technical implementation role. You will not carry your own customer projects or be expected to personally configure the platform.

Your focus will be to lead, coach and improve a team of consultants working across complex software implementations, while helping the business mature its delivery rhythms, governance, utilisation, consistency and commercial performance.

The Role

You will manage a team working across customer-facing software implementation and professional services delivery.

Your focus will be on helping the team perform commercially and operationally, while creating the structure, coaching, standards and accountability needed for the function to scale.

You will be responsible for:

• Leading and supporting a team of approximately 15 implementation, consulting or technical delivery specialists.
• Running regular one-to-ones, team check-ins, performance conversations and career development planning.
• Coaching experienced consultants through delivery challenges, customer issues, prioritisation and professional development.
• Creating visibility across team health, workload, capacity, capability gaps, delivery risks and customer escalation points.
• Supporting utilisation, forecasting, resource planning and operational performance across the team.
• Acting as a senior escalation point for complex customer, delivery and commercial issues.
• Improving delivery governance, reporting rhythms, operating cadence and repeatable ways of working.
• Building playbooks, onboarding material, delivery standards, documentation and knowledge-sharing practices.
• Working with Delivery, Product, Engineering and senior leaders to remove blockers and improve customer outcomes.
• Identifying opportunities to improve efficiency, time to value, delivery quality and consultant effectiveness.
• Helping the implementation function continue to scale without losing delivery discipline, commercial focus or customer quality.

What They Are Looking For

• This role is first and foremost about capability leadership within a customer-facing delivery environment.
• The strongest candidates will have built, led or improved a consulting, implementation, professional services or customer delivery function within a software vendor, technology consultancy or systems implementation environment.

You will need to have:

• Current or recent experience leading consultants, implementation specialists, technical consultants, delivery teams or professional services teams.
• Experience managing a team of experienced customer-facing specialists, ideally around 10 to 20 people.
• A track record of improving delivery maturity, governance, playbooks, onboarding, reporting or repeatable ways of working.
• Strong commercial delivery awareness, including utilisation, forecasting, capacity planning, delivery performance, scope, risk or customer escalations.
• Experience operating in a customer-funded consulting, implementation or professional services environment.
• Strong coaching, performance management, career development and capability uplift experience.
• Confidence managing experienced specialists rather than junior customer service or onboarding teams.
• Strong judgement when balancing people, customer, operational and commercial priorities.
• The ability to address underperformance directly, fairly and constructively.
• Experience influencing Product, Engineering, Delivery, Sales, Customer Success or senior leadership when you do not directly own their work.
• Strong communication skills and the ability to provide clear, concise updates to senior leadership.
• Comfort working in a growing environment where responsibilities may evolve and not every problem has a perfectly defined owner.
• You do not need to be the most technical person in the room.
• However, you do need enough understanding of software implementation to be credible with consultants dealing with configuration, integrations, data, testing, customer requirements and go-live delivery.

The ideal background could include:

• Software vendor implementation leadership.
• Consulting management.
• Technology or digital transformation consulting.
• Customer delivery leadership within a product-led technology business.
• Manager-level consulting experience from a Big 4, systems integrator or specialist technology consultancy.

Why This Role Stands Out

• Lead a customer-facing software implementation team.
• Own delivery maturity, governance and commercial rhythm.
• No personal delivery target or hands-on configuration requirement.
• This is a newly created leadership role with genuine scope to shape how the implementation function operates.
• You will have the opportunity to improve delivery maturity, strengthen commercial discipline, build better operating rhythms and help a capable team perform at a higher level.
• You will work closely with senior leaders who are actively investing in the professional services and implementation function, and you will have visible impact on how the business scales.

Keywords

Professional Services, Software Vendor, Implementation Manager, Consulting Manager, Delivery Manager, Utilisation, Governance